Carrowkeel Software - Onboarding Plan
Documentfinal Carrowkeel Software · onboarding_plan · final · 2025-08-19
BB-Demo's final onboarding plan, dated 19 Aug 2025, takes Carrowkeel Software from signature to a working brain on the Growth tier. It states a subscription from 15 Aug 2025 to 14 Aug 2026 and contracted annual recurring revenue of £42k.
What it says
What this says
Current to 13 Oct 26BB-Demo's final onboarding plan, dated 19 Aug 2025, takes Carrowkeel Software from signature to a working brain on the Growth tier. It states a subscription from 15 Aug 2025 to 14 Aug 2026 and contracted annual recurring revenue of £42k.
What it is: an implementation plan prepared by Hamza Akhtar, covering goals, phases, owners and milestones. It is not a contract. The £42k is the figure the plan quotes as contracted annual recurring revenue.
Commits: BB-Demo to connect the helpdesk, the CRM and the product usage data "within the Growth connector allowance", to check the nightly refresh each morning during onboarding, and to hold a weekly check-in. Carrowkeel is asked for a project lead, an IT contact and a customer success lead.
Unusual: nothing off the standard Growth terms. No connector delivery dates, service levels or service credits are stated.
Not settled: no dates for the milestones, no names for the Carrowkeel project lead or IT contact, and no signatory. The plan is dated before the stated 14 Aug 2026 end, so it says nothing about what happened at renewal.
As found in this document
Current to 9 Oct 26- Date end14 Aug 2026Source: object_read:doc_085_008
- Date start15 Aug 2025Source: object_read:doc_085_008
- ConnectorsConnect the helpdesk, the CRM and the product usage data, within the Growth connector allowanceConnect the helpdesk, the CRM and the product usage data, within the Growth connector allowance · Source: object_read:doc_085_008
- Nightly refresh during onboardingThe nightly refresh is checked each morning during onboarding and any gap is raised straight away.The nightly refresh is checked each morning during onboarding and any gap is raised straight away. · Source: object_read:doc_085_008
- Check-insa short weekly check-in with the project lead during onboardinga short weekly check-in with the project lead during onboarding · Source: object_read:doc_085_008
- Licensed users40 licensed usersSource: object_read:doc_085_008
The document
Body
Carrowkeel Software - Onboarding Plan
Status: Final, version 1 Date: 19 Aug 2025 Prepared by: Hamza Akhtar, Implementation Consultant, BB-Demo Account owner: Sophie Ling Customer Success Manager: Marcus Bell
1. Purpose
This plan sets out how Carrowkeel Software moves from signature to a working company brain. The subscription started on 15 Aug 2025 and runs to 14 Aug 2026. Carrowkeel is on the Growth tier with 40 licensed users, and the contracted annual recurring revenue is £42k.
Carrowkeel is a Dublin vendor of lettings and property-management software for letting agents in Ireland and the UK. The goal is simple: the customer success team should be able to read support tickets, renewals and product usage together, per agency group, without reconciling spreadsheets by hand.
2. Where we are today
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- The contract is signed and the Snowflake environment is being prepared inside Carrowkeel's own account.
- Only a handful of people have logged in so far, which is normal this early.
- No support tickets have been raised and there are no overdue invoices.
- The account sits in onboarding status until the first sources are live and the first group of users is trained.
3. Outcomes we are working towards
- Support tickets, renewals and product usage are searchable together in one place.
- The customer success team can answer "how is this agency group doing?" from the brain in minutes.
- A first set of dashboards, built with the Growth dashboards builder, is in regular use by the team.
- A named group of champions asks questions weekly and can show others how.
4. Phases, owners and milestones
| Phase | What happens | Owner | Milestone |
|---|---|---|---|
| Kick-off | Confirm goals, users and sources; agree working rhythm | Hamza Akhtar with the Carrowkeel project lead | Plan agreed and shared |
| Access and security | Grant access in Snowflake; Carrowkeel IT confirms permissions for each source | Carrowkeel IT lead | Access confirmed for every source |
| Connect sources | Connect the helpdesk, the CRM and the product usage data, within the Growth connector allowance | Hamza Akhtar | Each connector loading and indexed |
| Validate | Sample questions checked against known answers with the customer success team | Hamza Akhtar and the customer success lead | Answers signed off as trustworthy |
| Dashboards | Build the first agency-group views with the dashboards builder | Hamza Akhtar, then Carrowkeel owners | First dashboards live |
| Train and launch | Walk-through sessions for the 40 licensed users, starting with champions | Hamza Akhtar and Marcus Bell | Team asking questions unaided |
| Handover | Move from implementation to customer success | Marcus Bell | First review booked |
5. What we need from Carrowkeel
- A project lead who can make day-to-day decisions.
- A colleague in IT with authority to approve access to each source.
- A customer success lead who knows which agency-group questions matter most.
- Honest feedback in validation: if an answer looks wrong, tell us and we will trace it.
6. Risks and how we handle them
- A source is delayed. If access to one system slips, we connect the others first so the team sees value early.
- Data looks stale. The nightly refresh is checked each morning during onboarding and any gap is raised straight away.
- Low adoption. We start with a small group of champions rather than all licensed users at once, then widen.
7. Ways of working
We will hold a short weekly check-in with the project lead during onboarding. Questions can go to Hamza Akhtar directly, and Sophie Ling remains the contact for anything commercial. Once the brain is live and the team is trained, Marcus Bell takes over as the day-to-day contact and the quarterly reviews that come with Growth begin.
8. Next steps
- Carrowkeel confirms its project lead and IT contact this week.
- Hamza sends the access checklist for each source.
- The first connector goes live and we review sample answers together.